Why Attend Our Virtual Symposiums?
No Need for Registrants to Leave Your Office – It’s Fully Interactive! – NO COST
In real-time, you will meet with industry experts and colleagues who will answer your questions and offer business solutions for your speech related needs. You can attend learning sessions the same way that you would in an on-site conference without the travel costs and time away from your office.
Attend the Sessions That are Right for You- NO COST
Everyone can share newly acquired knowledge throughout the enterprise. Members of your team can attend sessions together or attend different session tracks. All sessions will be recorded and available on demand for two weeks after the conference – giving those who could not attend the opportunity to view the sessions.
Meet the Major Vendors Live in Our Exhibit Hall – NO COST
Get product demos, download product videos, and obtain product information, press releases, white papers, and much more. Learn everything you need to manage your contact center without traveling miles or spending tie away from your office.
Network with Attendees and Presenters
Attendees will be able to chat with presenters and peers in the lounge, a networking forum specially designed for registered members of this online event. Learn what others are doing in their contact centers, meet colleagues, pose questions, and offer your own insights.
EVENTS: Tuesday, May 4th
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1. THE VALUE OF ACTIONABLE INSIGHTS
Session participants will: This session will address speech related best practices that are helping customer experience advocates enhance the performance and the overall perception of their contact centers. |
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2. OUTBOUND NOTIFICATION: IT'S NOT YOUR MOTHER'S DIALER Fast forward two decades and the Robocall reputation still exists to an extent, but current applications are not your mother’s predictive or outbound dialer. Today’s outbound calling is not just for notification or to get a warm body on the line for an agent. Today’s applications take into account customers’ preferences, contact history, buying patterns, and customer needs. These applications aren’t just one way, but interactive; allowing the called party to choose to interact with the application in order to do any number of things from getting more information, confirming receipt of information, connecting with an agent or completing a transaction. Today’s outbound calls benefit the caller and the business. Plus, notification has moved beyond just the telephone to other technologies including text, email and social media as well. In this webcast you will learn: |
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3. USING ANALYTICS TO MEASURE SPEECH EFFECTIVENESS & POTENTIAL New IVR and speech analytics technologies give contact centers the ability to measure what really matters, and the ability to learn the root causes of customer behavior. Measurements of IVR routing accuracy, self-service success, customer intent, and dis-satisfiers encountered in the IVR provide a data-driven basis for evaluating new speech investments. And, for maximizing the value of existing speech systems. In this session, data and experience from over 30 contact centers will be used to show: |
Innovation is driving improvements in the customer experience and, as a result, in the perception of the contact centers’ role in the enterprise. Customer-facing applications, such as speech and text analytics, are empowering contact center leaders with actionable insights about customer needs and wants that can be used to reduce operating expenses, improve customer retention and increase revenue. Operational solutions, such as voice self-service and IVR analytics, are providing contact center managers with the information they need to improve productivity.
The practice of automated outbound dialing, placing calls to customers to make requests or pass on information, has taken a dramatic turn in the past decade. Originally used in lieu or more expensive live agents to place vast amounts of outbound calls in a short period of time, for both notification and to get a customer on the line for an agent, initial applications were unsophisticated but did the job. As the use of these dialers grew, so did the downside, as early dialer applications didn’t take into account customer preferences for being contacted, and were often viewed as intrusive and annoying. Viewed also as impersonal, the reputation of the outbound call as a Robocall was born. 
Too many companies focus on speech recognition as a strategy or a goal by itself. The result can be an expensive new speech IVR with higher annual ownership costs, but without the expected benefits of fewer transfers, more self-service and higher customer satisfaction.
EVENTS: Wednesday, May 5th
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4. PERSONALIZED IVR: GETTING TO “KNOW” YOU Daniel Hong, Lead Analyst of Customer Interaction at Ovum (a Datamonitor company), reveals the role that personalized speech applications play in the engagement of the customer. Personalized IVRs are not a single product but a customer service solution comprised of different technologies. The applications are able to provide personalized interactions because they are connected with enterprise databases that contain customer and contextual information. Learn how you can use Personalized IVR to engage customers and keep them coming back.
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5. SPEECH STRATEGY AND THE CUSTOMER EXPERIENCE Behind every successful speech application is a multi-channel strategy. It drives applications, design, usage, success rates, and customer satisfaction. Without this strategic focus on customer contact, organizations get lost in internally-focused silos and initiatives. Sound familiar? In this session, we’ll examine how to use speech as a critical component to build a positive cross-channel customer experience, bolster the brand relationship and build customer loyalty. We’ll look at real-life examples of organizations that provide seamless speech and cross-channel service, as well as some that don’t. You’ll learn how to leverage speech to not only improve customer satisfaction, but increase self service rates. Understand the critical steps to take to ensure that your customers' experience is engaging, seamless and positive. |
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6. TAKE CHARGE OF CUSTOMER DYNAMICS WITH SPEECH ANALYTICS BUSINESS SOLUTIONS
In this session we will discuss several speech analytics-based business solutions: We’ll also review some real-life implementation examples and provide an ROI model that demonstrates quantifiable benefits. |
The new mantra of customer-centric service means engaging the customer and developing long-term relationships. Market research shows that customers are engaging with those companies that “know” them. IVRs that understand a customer’s unique needs and “gets to know” the customer through multiple interactions can achieve the customer’s desired outcome over and over again.
Speech Strategy and the Customer Experience: The importance of a multi-channel approach
Customer Dynamics—the ongoing, multifaceted exchange of communications and transactions between companies and their customers—comprise the fabric of daily operations for customer-facing organizations. When business solutions specifically designed to take advantage of Customer Dynamics are combined with the power of speech analytics, they have the ability to not only enhance the customer experience, but to improve both the top and bottom line results of the company.